Although multi-channel support is more in demand today than ever before, the most popular channel for service interaction continues to be voice support. Similarly, approximately 35% of all non-voice channel inquiries eventually escalate to voice. The opposite occurs when phone service is not up to par, as customers resort to social channels to publicly complain.

To reduce hold time, most call centers consider offering better self-service options or attempt to reduce handle time. Let’s think outside the box – why not take a “customer convenience” approach to the issues at hand. Organizations should offer a call-back option allowing customers to virtually hold instead.

Benefits of a Call-Back System

Improve customer satisfaction

Raise your net promoter score

Protect your brand’s reputation

Smooth out call volume spikes

Reduce your telco costs

No hardware or software to install

How it Works

When hold times are too long, your customer is offered the option to “press [1] to receive a call-back when the next agent is available”. This is where Fonolo steps in.

The call is transferred to Fonolo and our audio prompts confirm the customer’s phone number.